Question 1

My scanner is not holding a charge.

Accepted Answer

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the battery cover from the back of the barcode reader, extract the batteries and replace with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (up to 6hrs).

Batteries

See Also:

Batteries

See Also:

Possible Cause:

Solution:

Your batteries need replacing.

Remove the battery cover from the back of the barcode reader, extract the batteries and replace with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (up to 6hrs).

Batteries

See Also:

Question 2

My host device cannot find the reader.

Accepted Answer

Possible Cause:

Solution:

The reader is already paired with another host device.

Scanner is connected to Android

Unpair the reader. Then pair the reader and new host device.

Scanner is not connected to iOS

Possible Cause:		Solution:
The host device is too far from the reader. The Bluetooth is out of range, over 33 ft. (10m) from host device.		Move the devices closer together. The Bluetooth range is within 33ft. (10m) from host device.

Possible Cause:		Solution:
The reader is not powered on.		Power on the reader.

Possible Cause:

Solution:

Your host device does not have Bluetooth enabled.

iOS Bluetooth is OFF

Enable Bluetooth on your device.

iOS Bluetooth is on

Question 3

When I read a barcode or NFC tag, no data appears on my screen.

Accepted Answer

Possible Cause:

Solution:

Although your device says it's connected, you are in the wrong mode.

Device is in wrong mode

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK).

Watch : How to pair Using Companion App .

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Possible Cause:

Solution:

The barcode reader is too close / too far from the barcode or the scanning angle is incorrect.

Practice scanning barcodes from different distances and angles.

Reading distance may vary according to barcode size and aspect ratio, symbology, label type and reading angle.

Barcode at a proper distance

Possible Cause:

Solution:

The barcode is either incorrectly formatted, damaged or badly printed.

Bad barcodes

Try to scan a barcode that is correctly formatted, clearly printed and of good quality.

Scanner is always on barcode

Possible Cause:

Solution:

The symbology function is disabled or not supported by the barcode reader.

Enable symbology.

If you don't know the barcode symbology, please contact us at

support@socketmobile.com.

Possible Cause:

Solution:

No application is activated to receive scanned data.

Screenshot of no apps open

Open an application (e.g. Notes). Position the cursor where you wish to enter data and try scanning again.

iOS notes app

Question 4

My reader is no longer connected.

Accepted Answer

Possible Cause:

Solution:

The host device or your software application has performed an automatic update and affected the Bluetooth pairing.

iOS software update

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK).

Watch : How to pair Using Companion App .

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Watch: How to Pair Using Companion App Opens new site

If you are scanning into an application such as Shopify, Square or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using Socket Mobile Companion App Opens Worldwide Website (AU, EMEA, UK).

Watch : How to pair Using Companion App .

If you are scanning into an application such as Notes, MS Word, MS Excel or you are scanning into a text field in a web browser, please follow these instructions Opens Worldwide Website (AU, EMEA, UK).

Possible Cause:

Solution:

The scanner powers off and disconnects after 2 hours of no activity by default.

Turn off your host device's Bluetooth then scan the "scanner is always on" barcode below to configure your scanner.

Scanner is always on barcode

Possible Cause:		Solution:
The reader is low on battery, less than 5%.		Ensure the reader is connected to power.

Question 5

My reader frequently disconnects from Bluetooth.

Accepted Answer

Possible cause:

Solution:

Your software application or device's operating system may have updated in the background, or your device may be older and struggling to maintain a Bluetooth connection.

Force close your software application and relaunch it.
If relaunching your software application doesn't resolve the issue, reset/restart your device.

Possible cause:

Solution:

Your iPad/tablet's Auto-lock feature is enabled.

iOS auto Lock on

Disable iPad/tablet's auto-lock feature.

iOS auto lock off

Question 6

My reader turns off randomly on its own.

Accepted Answer

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the batteries from your reader, leave them out for 10 minutes, re-insert and recharge the scanner overnight.

Batteries

Possible Cause:

Solution:

The reader is being charged incorrectly.

Important! - Charging your reader using an incorrect source (such as a computer USB port) will not provide enough current to charge reader. This may result in the reader registering as having more charge than it does and shutting down.

We recommend charging your reader using a suitable AC Power Adapter Opens Worldwide site .

AC Power Adapter

Possible Cause:

Solution:

Your reader has not been used in 2 hours. By default, the reader powers off and disconnects after 2 hours of no activity.

Turn off your host device's Bluetooth then scan the "reader is always on" barcode below to configure your reader (barcode readers only).

Scanner is always on barcode

Question 7

I still can't connect my reader.

Accepted Answer

Possible Cause:

Solution:

Your reader does not have enough power.

Please ensure your reader is sufficiently charged. If your reader is brand new it requires an initial charge of up to 8 hours.

If your reader does not fully charge, please submit a Hardware Support request for your region: WW, AU, EMEA, UK.

Question 8

The iPad's keyboard won't pop up.

Accepted Answer

Possible Cause:

Solution:

You are paired and connected in Basic Mode (HID).

Double tap the power button to enable/disable the on-screen keyboard.

Watch: How to Enable On-Screen Keyboard for Apple iOS

Question 9

My scanner will not automatically scan barcodes.

Accepted Answer

Possible Cause:

Solution:

Your scanner is not placed in Auto Scan mode.

Scan the appropriate command barcode to configure your scanner.

Auto Scan Mode barcode

Please ensure the reader is not connected to the host device when scanning a programming barcode.

When a programming barcode is read successfully, you will hear this noise:

If your reader emits a single beep, please disconnect from Bluetooth and try again.

Possible Cause:		Solution:
Your barcode scanner does not support Auto Scan mode.		Only 2D Socket Mobile barcode scanners support Auto Scan mode - See all 2D models (AU, EMEA, UK).

Question 10

I cannot download or use the Companion app to pair. What do I do?

Accepted Answer

Possible Cause:

Solution:

Password not available to download the app.

Use the instructions below.

Turn off host device's Bluetooth.
Power on the scanner.
Scan Factory Reset.

Watch: How to Perform a Factory Reset
Power on the scanner again and scan Bluetooth connection barcode.

Basic Mode for all OS:

Application Mode (MFi-SPP) for Apple iOS:

Application Mode (SPP) for Android or Windows PC:
Turn off host device's Bluetooth back on and pair.

Complete user guide

Possible Cause:

Solution:

You have a laser barcode scanner that can only scan printed barcodes.

Use instructions below.

Turn off host device's Bluetooth.
Power on the scanner.
Scan Factory Reset.

Watch: How to Perform a Factory Reset
Power on the scanner again and scan Bluetooth connection barcode.

Basic Mode for all OS:

Application Mode (MFi-SPP) for Apple iOS:

Application Mode (SPP) for Android or Windows PC:
Turn off host device's Bluetooth back on and pair.

Complete user guide

Question 11

My Charging Dock/Charging Stand does not charge my scanner.

Accepted Answer

Possible Cause:

Solution:

There is no power in the outlet.

Plug the power adapter into a different power outlet.

Possible Cause:

Solution:

The Charging Cable is not plugged securely into the Charging Stand or Charging Dock.

AC plug is loose

Ensure the Charging Cable is plugged in securely.

AC plug is properly secured

Possible Cause:

Solution:

The charging pins are not making contact with the Charging Stand/Charging Dock.

Scanner is loose on the charging pins

Check the scanner’s charging pins are contacting the pins on the dock/stand.

Scanner properly on charging pins

Possible Cause:

Solution:

The screw on the battery door is loose.

Battery door is loose

Make sure to tighten the screw on the battery door.

Battery door is properly closed

Question 12

The scanner does not scan the whole barcode when we are scanning in the Safari, Chrome or Firefox web browser. Is there something wrong with my scanner?

Accepted Answer

This is an issue with the IOS 10 and newer updates. Socket Mobile has notified Apple of this issue and we are hoping that Apple will be addressing this in a new IOS (operating system) update.

For the time being we are asking our customers to use another web browser, such as Dolphin or Opera Mini instead.

If you continue to have this issue in different web browsers, please submit a service ticket to Socket Mobile’s Support Center (WW, AU, EMEA, UK, JP)

Question 13

I’ve moved to a new POS system, but it doesn’t recognize my products when I scan.

Accepted Answer

Things aren’t always as they seem. Lots of older POS applications (i.e. Quickbooks) allowed users to set up products using data exactly as the product number appeared on the barcode.

For example, the two barcodes below are Interleaved 2 of 5, and both appear to have 5 characters included.

interleaved-2-of-5-numbers

However, Interleaved 2 of 5 barcodes must contain an even number of characters, so barcode scanners add an additional zero to the beginning, delivering a 5-digit barcode in 6-digit format, as shown below.

interleaved-2-of-5-zero-add

When a 5-digit barcode is scanned but your product is listed in your app using only five digits, the product will not be found because the scanner will deliver 6 characters.

Regardless of the barcode type, we recommend you check what data is actually included within the barcode. If necessary, change the product details within the inventory section so the item will be identified correctly when scanned into your app.